Senior Manager - Fixed Wireless Access Segment.Consumer at MTN

Job Description
 Mission/ Core purpose of the Job

• To drive the effective implementation and oversight of the high value post-paid segment value propositions and the Go-To-Market (GTM) and experience design strategies, ensuring continuous improvement to the overall combination of services provided to the segment in order to maximize market penetration, growth, and profitability, through an enhanced customer experience.
• Context (Global influences, environmental / industry demands, organisational mission etc.)
• Translate the customer base management strategy, campaign roadmap and infrastructure upgrade projects for the Residential Segment of CBU into an operating plan that supports the overall strategy and P&L and aligns with the overall project plan. Operationally manage all CVM programmes and initiatives in the Residential Segment. Perform analytics of sales and customer data to generate models for the pricing of Residential propositions.

Responsibilities

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Key Deliverables
Strategy Development and Implementation

• Drive the effective implementation of MTN SA’s Post-paid Segment value propositions and GTM and customer experience design strategy, with emphasis on client experience (internal and external), ensuring maximum market penetration, growth and profitability 
• Provide direction, structure, business plans and support and ensure these are in line with the overall MTN strategy, divisional goals, and market needs and requirements
• Identify required resources, personnel and funding to achieve the divisional goals

Governance 

• Adhoc, operational and tactical meeting
• Set up / participate in adhoc and operational meetings 
• Participate and provide input into tactical meetings
• Report at process and functional level

Escalations

• Manage and resolve escalations that have impact on critical path of service delivery
• Escalate issues that will result in significant time, scope, employee/customer or cost impacts if not resolved
• Manage and provide solutions to issues that require formal resolution

Consumer Business Operational

• Set up and manage project status meetings
• Review and identify key risks, issues, and dependencies and set mitigation actions
• Manage budgets
• Sign off / make decisions regarding operational changes

Consumer Business Tactical

• Keep abreast of global and local best practice and make recommendations on leveraging opportunities to the General Manager, Post-paid Segment;
• Provide input into the review of all projects initiated;
• Review key risks, issues, and dependencies and set mitigation actions.
• Manage budget

Performance

• Review performance of team activities against agreed KPIs and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team
• Create and monitor plan for continuous improvement

Reporting

• Report on a monthly and quarterly basis to management relating to progress made within this sub-division and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects as and when necessary

Budgets  

• Manage the sub-divisional budgets in line with business objectives
• Manage project or initiative budgets in line with business objectives 
• Monitor and control the budgetary needs of the pre-paid and post-paid solutions units

Operational Delivery
General:

• Manage the strategy execution process for the Post-paid segment, focusing on the customer value proposition, aligned with the GTM model; 
• Ensure synergy across the functional area through effective management of inter-functional relations and activities; 
• Ensure that local business requirements for key Post-paid Customer Value Management (CVM) are defined, including campaign management and measurement systems;
• Manage the implementation of marketing frameworks for the Post-paid segment and ensure it is increasing brand presence across the customers in this segment; and
• Ensure that local Post-paid customer contact rules are in compliance within the MTN Group;

Value Propositions:

• Work inter-functionally to define the MTN SA’s Post-paid segment value proposition (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market; 
• Review and provide input into the development of value propositions and business cases for up-to-date innovations product portfolios and offer recommendations to the general manager;  and
• Drive and manage the implementation MTN SA‘s Post-paid segment value propositions, ensuring alignment to MTN SA’s overall Customer Value Proposition and MTN Group strategy.

Go To Market (GTM):

• Provide input into and makes recommendations to the General Manager on the development of a viable GTM frameworks (innovation, design, build and refine) targeted at the Post-paid segment, ensuring alignment with MTN Group GTM strategy and driving a fast response to the market;
• Drive continuous improvement across the teams’ ability to leverage data to drive marketing strategy to deliver market and regionally focused experiences;
• Ensure periodic review and updates of MTN SA’s Post-paid segments demographic profile;
• Ensure alignment to GTM process, RACI and Governance implementation for MTN SA;
• Ensure quality control and maintenance of GTM artefacts (e.g. document and toolkits);
• Implement the GTM workflow / management system within the sub-function;
• Propose market research areas aimed at acquiring intelligence on the preferences and behavioural patterns of the country’s Post-paid segment, which needs to be achieved in close collaboration with business intelligence;
• Provide input to the product development community for MTN SA and group;
• Ensure replication of products from the product development community in MTN SA;

Customer Experience

• Analyse MNT SAs Post-paid customer information and ensure it fits with the models and metrics implemented by MTN Group;
• Implement models and metrics at MTN SA – including, but not limited to Net Promoter Score, micro-segmentation, chum, closed loop feedback and must win battles;
• Ensure that the blueprint for enablers to customer experience framework are suited to the Post-paid Segment at MTN SA – including, but not limited to, real time customer management technologies, and network performance;
• Benchmark and monitor, in conjunction with Finance and other related departments, the local Post-paid customer economics (costs to serve) and business cases to ensure optimal return on investment of activities;
• Manage local reporting, metrics and Post-paid segment market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience;
• Drive NPS/eNPS, CLF roll-out and manage dynamics for the Post-paid segment;
• Participate in the implementation of strategic initiatives locally, drive the roll out and participate in regular third-party audits; and
• Understand current business rules and operations relating to Post-paid customer experience and recommend improvements where necessary.

Collaboration / Coordination through Joint Design Teams

• Manage inter-functional relations to ensure synergy across the various sub-divisions;
• Liaise with the Brands and Communications division in defining effective channels for communicating approved initiatives aimed at creating awareness in the Post-paid segment; 
• Ensure collaboration with other sub-functions and departments to enhance key elements of the consumer business model; and 
• Ensure the team collaborates with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.

QUALIFICATIONS
Job Requirements (Education, Experience and Competencies)
Education: 

• Minimum of 4years tertiary qualification
• Masters advantageous
• Experience:
• Min 7 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• Manager track record of 5 years or more, with at least 3 years in relevant sector/industry
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Experience in continuous improvement through the implementation of best practices
• Worked across diverse cultures and geographies advantageous

Competencies:

• Head - Big Picture Focus (20)
• Strategy Implementors
• Decisive Problem Solver
• Best Practice Value Creator

Heart – Emotionally Intelligent (30)

• Culture and Change Champion
• Guiding People Manager
• Relationship Builder

Hands – Results Focused (40)

• Results Achiever  -  Drives team objectives and contributes to sustainability of results
• Operationally Astute -  Clarifies priorities, plans, organizes and co-ordinates the work of others